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Microsoft MB-230 Practice Test - Questions Answers, Page 21

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Question 201

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HOTSPOT

You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

How should you configure security? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 201 100759 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 201 100759 10052024125735000
asked 05/10/2024
Noor Amy
35 questions

Question 202

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DRAG DROP

A GOV company is implementing Omnichannel for Customer Service.

You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:

• Representatives must create a new support record when a customer contacts them through chat.

• Knowledge base articles must open in a separate tab when representatives research answers.

• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.

You need to set up the macros.

Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 202 100760 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 202 100760 10052024125735000

Explanation:

Box 1: Productivity automation

Productivity automation

As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.

Microsoft MB-230 image Question 158 explanation 100760 10052024005735000000

The following screenshot shows the actions that are explained in the subsequent sections.

Box 2: Session connector

Session connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.

Microsoft MB-230 image Question 158 explanation 100760 10052024005735000000

Box 3: Omnichannel connector

Omnichannel connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

Microsoft MB-230 image Question 158 explanation 100760 10052024005735000000

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

asked 05/10/2024
Marek Broadstock
36 questions

Question 203

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DRAG DROP

A GOV company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.

Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.

You need to design a Connected Customer Service solution.

What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 203 100761 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 203 100761 10052024125735000

Explanation:

Box 1: Azure IoT Central

Answer:

Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions,

IoT alerts will be created in Connected Customer Service. Also, based on service activities in

Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.

Box 2: Azure IoT Hub

Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices—and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.

Box 3: Power Automate

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

asked 05/10/2024
Andres Mauricio Rodriguez
35 questions

Question 204

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DRAG DROP

You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

You need to embed the chat widget into the web portal.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.


Microsoft MB-230 image Question 204 100762 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 204 100762 10052024125735000

Explanation:

Step 1: Open Omnichannel Administration.

Embed chat widget in your Power Apps portal

To embed a chat widget in Power Apps portals:

1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.

Step 2: One the Basic details tab, copy the widget snippet code.

2. On the Basic details tab, copy the widget snippet code from the Code snippet section.

Step 3: Open the Portal Management app.

3. Open the Portal Management app.

Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.

4. Go to Portal > Content Snippets.

5. Find the Chat Widget Code content snippet and open it.

6. On the General tab, scroll down to the Value (HTML) section.

7. Paste the chat widget snippet code in the HTML tab.

8. Save the changes. The chat widget is now embedded into the portal.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

asked 05/10/2024
Eric De La Vega
41 questions

Question 205

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HOTSPOT

A GOV company uses Omnichannel for Customer Service.

The company has the following requirements for their agents' conversations with customers:

Agents must verify a customer's information when a chat starts.

Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

Which action types should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 205 100763 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 205 100763 10052024125735000

Explanation:

Box 1: Automation

The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.

While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.

Box 2: Macro

Automate tasks with macros

Overview of macros

In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

The value propositions of the macros are as follows:

Automate repetitive and monotonous tasks with a single click.

Minimize human errors.

Adhere to business processes.

Lower average handling time.

Improve customer satisfaction.

Create contextual and reusable macros.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

asked 05/10/2024
Hossein Nasri
31 questions

Question 206

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DRAG DROP

A GOV company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.

You must ensure that the new articles are available through the chatbot.

You need to define the steps to integrate knowledge management with the chatbot.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.


Microsoft MB-230 image Question 206 100764 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 206 100764 10052024125735000

Explanation:

Step 1: Publish knowledge articles to a portal created in Power Apps

Step 2: Create a topic for the Power Virtual Agents bot, and add an action

Step 3: Use a Power Automate template to add the solution to the chatbot

Step 4: Test the Power Automate cloud flow

Test the flow to publish and share the bot.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva

asked 05/10/2024
Anupam Ojha
41 questions

Question 207

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HOTSPOT

A GOV company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.

You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.

Create a website for external customers to open support tickets and see the status of open issues.

Ensure that customers are set up to use this website.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 207 100765 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 207 100765 10052024125735000

Explanation:

Box 1: Create a portal by using the Customer self-service template

Create a website for external customers to open support tickets and see the status of open issues.

The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.

Box 2: Ensure that all customers have an account record.

Ensure that customers are set up to use this website.

Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the

Account is specificed on my contact record in Dynamics 365 CE).

Reference:

https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates

https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portaloverview

https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portalscreating-a-case-on-behalf-of-another-account/

asked 05/10/2024
David Looby
37 questions

Question 208

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HOTSPOT

You are creating a virtual agent to handle common customer inquiries.

The virtual agent must provide the ability to route customers to live agents for escalation.

You need to recommend a solution.

Which components should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 208 100766 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 208 100766 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

asked 05/10/2024
doaa elshazly
47 questions

Question 209

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DRAG DROP

A GOV company uses Dynamics 365 Customer Service.

A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.

You need to configure the devices to generate the correct recordings.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 209 100767 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 209 100767 10052024125735000
asked 05/10/2024
Siraj Moosa
33 questions

Question 210

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HOTSPOT

You are the Dynamics 365 administrator for a help desk. You merge CaseB into Case

A. You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 210 100768 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 210 100768 10052024125735000
asked 05/10/2024
Amin Dashti
51 questions
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